In this job I worked on the phones to stop customers from cancelling through the use of discounts, service call outs, etc. I was also responsible for cancelling these accounts if a customer has passed away or was moving away from the address the account was registered to.This job was performance based and needed to maintain an 84%+ save rate with these customers to which I maintained a good portion of the time I was working with this company.

In this role it was my goal to keep disaffected customers from cancelling and leaving Virgin Media, I had multiple tools at my disposal, such as free technician call outs, discounts and upselling offers I could use to keep people with us. Our target was 84% retention rate which overall I accomplished even with certain weeks having poor results depending on the severity of issues and luck of the calls I would get.